Home Blog Page 477

Zoho launches new tools for Zoho Desk to deliver higher-value customer experiences

Andrew Bourne

Zoho Corporation, a leading global technology company, today launched new tools for Zoho Desk, the anchor application in the company’s customer service platform, to help customer service teams evolve with the changing needs of customers and meet heightened business expectations. Zoho Desk, which has achieved 40% year-over-year revenue growth for the past five years in South Africa and 45% globally, now serves more than 100K businesses around the world. The platform has also witnessed a phenomenal adoption across the MEA region, achieving 580% CAGR over the past five years.

 

New capabilities in Zoho Desk include Blended Conversations—a seamless combination of human-driven and bot-powered conversational service experiences—as well as several refinements to the user interface to make it simpler, faster, and more accessible to users with a wide spectrum of different needs. These additions enable customer service agents to improve engagement and deliver higher-value customer experiences (CX). Zoho Desk also includes integration with Goldtel PBX, enabling South African businesses to call their customers directly from the product interface, get contextual information about the customer they are calling, and gather analytics.

 

“”During these challenging economic times, the best companies are doubling down on customer retention while simultaneously trying to do more with less,” said Andrew Bourne, Regional Manager, Zoho Africa. “Great service experiences address this by forming the bedrock of sustainability through economic downturns. Blended Conversations in Zoho Desk addresses exactly this outcome by cleverly combining human and bot agents while also reducing friction, frustration, and costs-to-serve.”

 

To help small and micro businesses transform their customer service operations by empowering them with an easy, and value-rich helpdesk solution at an affordable price point, Zoho Desk has launched an Express Edition.

 

Blended Conversations for Zoho Desk allows customer service agents to deliver the best experience in the moment by delegating the majority of manual and transactional tasks to bots, while remaining in control of the overall service experience. With fast and easy deployment that does not require external help, Zoho Desk allows brands to scale their conversational service experiences through higher agent productivity without compromising on the quality of CX.

 

This experience is a culmination of Zoho’s Instant Messaging (IM) Framework and Guided Conversations, a low-code builder for self-service experiences. The IM Framework allows organizations to integrate any messaging service they use with Zoho Desk, and comes pre-integrated with services like WhatsApp, Telegram, Line, WeChat, Messenger, and Instagram. Guided Conversations for Zoho Desk allows business users to build powerful self-service flows that are useful throughout the customer journey, and help customers quickly and securely manage their relationship with the organization. It offers service teams tighter collaboration and integration with other Zoho marketing apps at no extra cost, including Zoho’s CX Platform and Zoho CRM Plus, for example.

 

Zoho also announced a technological overhaul of the user interface to include options to support: cognitive and dyslexia challenges; visual impairments including astigmatism; animation reduction for those with seizure disorders; customization capabilities for colour-blindness. This is the company’s biggest step towards improving digital accessibility to date.

 

Zoho continues to build a system of experiences that focuses on every aspect of the customer journey, giving every stakeholder greater ability to add value to CX, from planning and creating diverse customer experiences to delivering and evolving them for the future. Zoho’s CX offerings help organisations of all sizes enable employee productivity, improve stakeholder collaboration, and increase customer success. Specifically, Zoho Desk’s integrated omnichannel approach supports entire service teams to connect with customers and with one another. On the business side, it enables high-quality consistency and reliability. Customers, in turn, have better overall end-to-end experiences with the brand, which ultimately drives loyalty and trust.

 

Disclaimer: All trademarks, product names, and company names cited herein are the property of their respective owners.

 

Pricing

Zoho Desk starts at ZAR 180 user/month (billed annually) for the Standard Edition and goes up to ZAR 525 user/month (billed annually) for the Enterprise Edition. A new pricing tier called the Express Edition priced at ZAR 105 user/month (billed annually) is also available, to help startups and small businesses leapfrog into a customer service platform instead of using spreadsheets and email clients to serve customers. 

 

Zoho Privacy Pledge

Zoho respects user privacy and does not have an ad-revenue model in any part of its business, including its free products. The company owns and operates its data centers, ensuring complete oversight of customer data, privacy, and security. More than 80 million users around the world, across hundreds of thousands of companies, rely on Zoho everyday to run their businesses, including Zoho itself. For more information, please visit: https://www.zoho.com/privacy-commitment.html

 

About Zoho

With 55+ apps in nearly every major business category, Zoho Corporation is one of the world’s most prolific technology companies. Headquartered in Chennai, India, Zoho is privately held and profitable with more than 12,000 employees. For more information, please visit: www.zoho.com/

Business Travel: What to expect in 2023

As travel demand surges and prices rise, certain key trends are beginning to emerge. This according to Bonnie Smith, GM FCM Travel South Africa, who draws on Q3-2022 data to explain the current state of play – and how 2023 will be all about balancing the needs of people, profit and planet.

“While FCM’s global Q3 data showed the highest peak in travel for many years, we know that rising travel costs are having a significant impact. Budgets are under pressure and companies, from SMEs to large multinationals, will be taking a closer look at both their travel requirements and projected costs for airfares and accommodation in 2023.”

In many ways, says Smith, travel will remain exciting and dynamic, and travel managers, bookers and travellers can expect the following as businesses welcome a new year and new opportunities.

  1. Finding new ways to manage costs

Corporate procurement teams will lean on their TMC’s expertise and negotiating skills to help manage costs. This includes buying in advance; reviewing routes and contracts; avoiding peak times; and mixing things up by trying new travel suppliers and accommodation options.

  1. A return to advance booking

Smith hopes that 2023 will see an end to last-minute bookings.

“Advance booking days globally averaged 25 days in Q3-2022, and long-haul international advance booking days jumped to 40 days – 10 days up from 2019. This is good news, not only because it shows that traveller confidence is returning, but because last-minute bookings are very, very expensive.”

  1. An increase in airline seat capacity

Smith says Q3-2022 hit a new peak for seat capacity in 2022, with global seat volume sitting at just 13% less than it was in 2019. “South Africa is also looking forward to increased capacity – and with more airlines servicing local and regional demand, we hope to see prices begin to stabilise too,” says Smith.

  1. More meetings and events

Demand for in-person meetings and events surged in Q3, and Smith believes the meetings, incentives, conferences and exhibitions (MICE) sector is only going to go from strength to strength.

“Business travel is so important in terms of knowledge sharing, strengthening company culture, and increased employee engagement,” says Smith. “Just book your team get-togethers early, because availability of hotels still remains tight.”

On that note, Smith says hotel occupancy has increased steadily over the year, and so have rates.

“Although still below 2019 rates, we’re expecting 2023 rates, on average, to climb a further 7% across all markets. This means it’s time to contract new fixed rates, using the RFP process to consolidate, ‘change up’ your hotels and see what new offers and value-adds suit your needs.”

  1. New priorities – and new tech

In a recent global survey, FCM Travel asked their customers, “Of the 17 United Nations Sustainable Development Goals (SDGs), which are implemented into your travel program?”:

  • 42% of respondents stated #13 – Climate Action;
  • 35% stated #3 – Good Health & Wellbeing; and
  • 32% stated #12 – Responsible Consumption & Production

Smith says that although travel programmes in South Africa are still cost-driven, FCM customers are becoming more serious about both sustainability and the health and wellbeing of their travellers.

“Interestingly, travel tech is going to play a big role in helping organisations achieve their environmental, social and governance (ESG) goals; diversity, equity and inclusion (DEI) goals; as well as employee wellbeing goals,” says Smith. “This includes carbon calculators, offsetting flights, selecting ‘green’ suppliers and being more conscious of their travel behaviour.

“Travellers are already relying on online booking tools (OBTs) that offer a wide range of choice and fares, as well as mobile comms and travel alerts when they’re on the road. Now they’re also looking for tools to help them make the best decisions in terms of responsible, sustainable travel – and report on their progress.”

 

Healthier choices to create a healthier you

By 2028, the global botanical extract market is expected to reach USD 9.62 billion at an annual growth rate of 9.6%. Due to their unique flavour and health benefits, botanical extracts are increasingly used in food and beverage applications. With a holistic approach to creating value throughout the entire supply chain of health and wellness companies, ImpiloVest has announced that it is launching Afritaste as a subsidiary of the group. 

Keeping a healthy weight can be achieved by consuming a healthy diet and staying physically active. However, good nutrition has many other benefits as well, such as reducing the risk of cancer, diabetes, heart disease, and stroke. Afritaste’s goal is to help clients improve and expand their product offerings in the market by reimagining possibilities, improving production processes, and ensuring that their products meet the specifications and regulations of the markets where they intend to operate. 

Health, food and beverage will be the focus of ImpiloVest’s newest division, Afritaste. The company’s processing methods ensure the distinct taste and health qualities of natural plants are retained in the products. The high-quality flavour portfolio includes savoury, botanicals, alcohol, fruity, confectionery, and taste modulators.

“The raw materials we use in our cold-pressed oils and botanical products are high-quality raw materials from sustainable sources. There is no limit to what our powder blends, concentrates, and syrups can do for your product needs. With our expertise, we can match the taste requirements of any community, anywhere in the world,” says Afritaste Director, Donnie Malherbe. 

Managing Director of Afriplex, Arno Roux, says the Afritaste product line provides customers with additional health, wellness, and function benefits while maintaining taste. “Whether you’re looking for products with mood-boosting properties or products with mental or physical benefits – Afritaste has something for everyone.”

The ImpiloVest holdings group consists of various companies which serve three portfolios, including cultivation, manufacturing, and retail. Within the manufacturing division is Afriplex, a South African company rooted in the development and manufacturing of botanical extracts, complementary medicine,  and food and beverage product solutions. 

Afritaste falls under the Afriplex banner, explains ImpiloVest’s Business Development Director, Paul Nunes. “To contribute to the holistic wellness model, ImpiloVest looks beyond alternative medicines to the consumption of healthy foods as part of providing a holistic experience for patients and consumers,” Nunes concluded.

About ImpiloVest

ImpiloVest was founded to provide a holistic approach to creating value throughout the entire supply chain of health and wellness companies. Our business model is based on a vision to create value from source to shelf by providing quality solutions in health and wellness.  

We focus on innovation and technology to unlock opportunities and grow businesses throughout their value chains. We believe this will allow us to transform industries and positively impact people’s lives, communities, and the environment. Our mission is to create global health and wellness solutions.

We partner with like-minded companies that are committed to protecting our planet, supporting human rights, and promoting fair labour practices. Our partners are aligned with our principles and support us in strengthening our purpose.  The ImpiloVest model has been proven to deliver exceptional financial results, in addition to social upliftment and empowerment of communities.

Discovery Vitality marks its 25th anniversary in SA

Johannesburg, 15 December 2022 — Discovery Vitality today launches its Endless Summer with a V campaign.

To celebrate their quarter century and new brand refresh, Discovery Vitality will reveal the pink branding to coincide with their summer campaign during the December holidays. This includes a massive prize from Vitality Travel with Discovery Bank. Members can win a year of Vitality Travel – two free return flights a month for twelve months – for themselves and a partner.

Discovery Bank clients get an automatic entry into the prize draw but there are more ways to increase their chances of winning. They can earn another entry into the draw for every R250 (per transaction) spent on their physical Discovery Bank credit or debit card (in-store or online purchases) and get 10 additional entries when they book flights, holiday accommodation or car hire on the Vitality Travel platform.

“We will be visible at our major airports, The Lounge which is our pre-flight experience in partnership with SAA, and selected beaches around the country were chosen to launch our iconic beach umbrellas. In addition, we’ve recently revealed the coveted new Team Vitality running and cycling club kit,” says Celeste Williams, head of marketing at Discovery Vitality.

Why the change?

The orange hue that many have grown to strongly identify with Vitality has not disappeared completely; it is now seamlessly incorporated into the Vitality brand’s global corporate identity.

Our unique pink is a representation of the power of our collective aim to get people healthier and keep them rewarded. Because a person who lives healthier, practices better driving habits, or manages their money well influences those around them,” says Williams.

“Collectively, not only does changed behaviour improve health, it helps save lives, increases life expectancy and reduces the burden on healthcare. This results in lower premiums and claims, which ultimately creates opportunity for more rewards for all our members – you. That is the value proposition of Discovery’s shared-value insurance model, the heart of which is Vitality,” she adds.

As part of the recent launch, the new Team Vitality kit and centurion T-shirts which rewards for members who have reached 100, 200 or 300 weekly Vitality Active Rewards goals were also shared.

“This isn’t just about fitness gear, it’s about tapping into a shared universal human truth – one that ultimately helps people feel connected to one another, united in a singular purpose collectively and highlights the power of goal-setting – to strive towards healthier living. And we’ve learnt that making people healthier and enhancing their lives starts with inspiring people meaningfully – at scale – in a way that moves them to action,” says Williams.

Importantly, the streamlined branding has been extended to the global Vitality community, which was born in South Africa and now comprises more than 30 million members in 40 markets, across six continents.

“Our global aim is to continue to be part of a worldwide movement towards good health and to increase opportunities for the innovation, integration, growth and societal benefits of positive behaviour change,” Williams says.

A global movement with big ambitions

In 25 yearsVitality has grown from a South African start-up to the world’s largest behaviour-change platform that consistently innovates to incentivise people towards better health. “Every campaign, partnership and marketing decision we undertake is about helping make people healthier and enhance their lives. All the aspects of the Vitality shared-value insurance model, including partnerships, health-promotion programmes, data and product and brand assets are part of a central aim to help build a healthier society, and therefore careful consideration has gone into this brand refresh,” Williams concluded.

‘Tis the Season to Sprinkle a Taste of Christmas

_Grace Stevens

Christmas – the most wonderful time of the year is finally upon us. It’s the chance to abandon the chaos of our everyday routine and instead revel in the comfort and joy of precious family time.

From decking out our homes in festive lights and cheer to staying up late to leave Santa some homemade cookies and milk – what makes this time extra special is the way loved ones gather around to indulge in past traditions or craft entirely new ones.

Whichever way you are spending this magical time, it just wouldn’t be Christmas without delicious foods and customary treats like crumbly mince pies, moist fruit cakes and sumptuous roasts, all washed down with overly delectable desserts and warm, jovial tipples. (The new year resolutions are still quite some days away!)

Grace Stevens

Grace Stevens, award-winning TV chef, brilliant baker, and unapologetic Christmas lover shares some of her most cherished Christmas traditions, as well as a selection of her much-loved holiday recipes to help you celebrate the season with traditional trimmings, magic, and magnificence in abundance.

Grace’s top three ways to enjoy a memorable Christmas

  1. Choose to bake not buy

One of the first signs that the Christmas season has arrived in our home is the smell of freshly baked treats. In fact, the minute I start baking with cinnamon and ginger, my family knows that it is Christmas time, as these smells are synonymous with the festive season.

I especially enjoy making home baked gifts like shortbread biscuits, tarts, or pretty tea cakes. Not only do they taste delicious, but they are made from the heart and show the recipient just how much they mean to you. Even better is the fact that you can get the whole family involved, especially young children if you are baking for teachers and grandparents.

  1. Create personal traditions

Christmas time comes with a huge helping of nostalgia but over time this can begin to lose charm and perspective. Reinventing common Christmas traditions or putting your own spin on old favourites creates an intimate set of habits and rituals that are unique to your family, and which will bring a whole new meaning to the season.

Our family for example has dessert for breakfast on the 16 of December with steaming hot waffles and ice cream and lashings of runny chocolate spread. It’s our own little holiday tradition which we have done for years, and for us, fondly marks the start of the holidays.

  1. Don’t overload the schedule

It’s easy to want to do as much as possible during these precious few days that you have together with loved ones, especially if they are coming from afar. However, a few things done fabulously is way better than lots of things that are rushed.

Take time to make meaningful memories and don’t clutter the days with lengthy to do lists that will cause nothing but stress. Simple things like baking and decorating a gingerbread house can be so much fun if done with all the family (but just try and forget about the mess). Music is also a great way to get everyone loose and into the festive vibe, as is spending an afternoon doing absolutely nothing but rewatching your favourite Christmas movies.  Remember it’s not what you do, but who you do it with that counts.

Grace’s top two indulgent Christmas recipes

  1. Crème Brulee

This delicious and simple French dessert is so perfect for the festive season as you can prepare it way in advance, which means more time raising a toast with your favourite people. Simply pour it into individual ramekins and refrigerate, and then only pull out and blowtorch the sugared top when you are ready to serve. I love to watch as everyone excitedly cracks through the glass-like crust – it always creates such delight.

  1. Pesto and Cheese Twist Bread

Having lots of family around means having lots of mouths to feed. This twisted bread is flavoured with basil pesto and Parmesan cheese and is incredibly moreish and addictive.  Its versatility makes them a guaranteed hit at any Christmas party buffet table – be it a great showstopper snack, the perfect addition to a cheeseboard or the ideal pairing to a warm soup. Bake them well in advance and watch them fly out of the bread bin.

The 2023 trends that will shape how you stay, fly and buy

Business travel is back with a bang – at least in South Africa – with business travel numbers exceeding 2019 levels. This according to Euan McNeil, MD Flight Centre Travel Group South Africa, who says in a recent whitepaper, SME Travel Trends for 2023, that demand has returned a lot quicker and more aggressively than initially anticipated.

“Business travel is back to pre-pandemic levels in terms of yield, while the cost-per-transaction is at record level highs,” explains McNeil. This means South Africa’s trajectory looks very different to the rest of the world where business travel is still lagging behind leisure travel, with global business travel spend unlikely to fully recover until at least 2026.

It bodes well for the South African travel industry as we move into 2023 – especially if airline capacity increases and prices start to stabilise as supply catches up with demand.

Of course, there are other factors at play, and while both McNeil and Bonnie Smith, GM Corporate Traveller, agree that the past two years have proved exactly how hard it is to predict the future, they believe the following will be important for businesses, bookers and travellers in 2023:

  1. The cost of air travel

Airfares will continue to be driven by market dynamics and the fuel price (with McKinsey reporting that the price of jet fuel has increased by approximately 90 per cent since the start of 2022). But Smith says that as flight capacity is added to meet demand in South Africa, prices should start stabilising within the first few months of the new year. Until then? Book early, says Smith, and chat to your travel management company (TMC) about the best time to travel.

  1. More hire cars on the road

Although available rental cars were in limited supply over the past two years, there are clear signs that the capacity of the South African car rental market will recover strongly. New car sales attributed to the car rental industry increased from 15.3% in January 2022 (4,596 cars) to 17.4% in October 2022 (7,988 cars).

The return of international visitors is driving demand for car rentals, and the local car rental market is on the verge of full recovery. However, “true normalcy” (based on the delivery of required vehicles) is not expected to be reached until the third or fourth quarter of 2023.

But with fuel prices soaring, global figures show a rise in demand for smaller, more fuel-efficient cars. This trend is prompting rental companies to look for more small, fuel-efficient vehicles to add to their fleets. In South Africa, business travellers continue renting smaller cars, while international visitors have increased demand for larger vehicles for group travel.

  1. Longer stays and wider choice

Smith says that Corporate Traveller is seeing more accommodation options come online, including an increase in guesthouses and serviced, self-catering accommodation. “Travellers are definitely more health-conscious post-pandemic, and they’re looking for flexibility, space, and the option to cook their own meals. It’s becoming a popular option for longer stays.”

Hotels are also reporting longer stays as businesses opt for “quality over quantity” when it comes to their trips. And hotels are rising to the challenge, offering everything from extended stay packages to multi-purpose gathering spaces and tours and excursions to add value to a trip.

Notably, says Smith, the latest global data shows that hotel rates worldwide will increase next year – albeit at a slower rate to 2022 – with indications that 2023 rates will, on average, climb 7% across all markets. What does this mean? “Businesses will need to revisit their travel budgets,” says Smith. “Work closely with your TMC to get more bang for your buck – as they will be able to use their own buying power to negotiate and secure special rates on your behalf wherever possible.”

  1. The need for human connection

In terms of travel tech, AI-enhanced booking platforms, mobile apps and chatbot functionality will continue to dominate as travellers enjoy the ease and convenience of having all their travel information at their fingertips. But as McNeil explains, human connection is still very important – especially in South Africa.

“As South Africans, we enjoy interacting with people and see travel as a person-to-person experience. Our travellers want someone to talk to and help them through the travel journey – because travel has become complicated, and they have concerns around it. The traveller response to crisis has been to lean on people. That is why the focus for Corporate Traveller has always been to offer a blended tech/touch approach,” he says.

  1. Getting serious about sustainability

Although travel programmes in South Africa are still largely cost-driven, Smith says this will change as organisations start to get serious about sustainability, including offsetting their flights, selecting ‘green’ suppliers and being more conscious of their travel behaviour.

  1. A renewed focus on DEI

A 2022 poll conducted by Business Travel Show Europe revealed that 66% of travel programmes don’t make provision for the LGBTQ+ community; more than half of companies don’t have special conditions in place for solo women travellers; and 41% of travel programmes don’t consider people with accessibility requirements. Smith says this will change as DEI (diversity, equity and inclusion) is now a non-negotiable – and key when it comes to attracting and retaining talent.

  1. Health and wellbeing

Today’s travellers are more focussed on health, wellbeing and work-life balance than ever before. And yet, says Smith, for SMEs trying to make ends meet and grow their business, health and wellbeing often falls to the bottom of the list of priorities.

“A TMC can help you create a ‘health-centric’ travel policy, in other words, one which supports a happy, well-rested and productive team,” says Smith. “Risk management and duty of care will always be important, but 2023 is the year of traveller wellbeing – and we’ll see more premium-class bookings for long-haul flights; guesthouses or serviced apartments for longer stays; and more perks (including lounge access) for frequent fliers.”

Aligners or Braces – who wins in the quest for straight teeth

Dr Sheryl Smithies

Everyone wants beautiful straight teeth that can flash a million Rand smile but deciding how to go about getting one is enough to cause a toothache. Most South Africans have plenty of options between braces or aligners, but sometimes having too much choice isn’t a good thing. Dr Sheryl Smithies, a top Cape Town based aesthetic dental surgeon and facial aesthetic practitioner explains that most patients get to pick their preference based on what best suits their lifestyle. The revered dental genius shares some important information that people should consider before making that all important final decision. 

Firstly, brace yourself with the facts  

Most of us have either worn braces in our childhood, or know someone who has, but how much do we really know about their purpose and functionality? 

Dr Sheryl Smithies image by Claire

Braces are essentially wires made of either metal or porcelain which are attached to your teeth (the more modern ones can be fixed behind). More wires and rubber bands are then used to create tension, effectively forcing the teeth to move into the correct position. It’s a slow and very tedious process and can cause uncomfortable pain too. 

In contract to this, aligners like Invisalign are a more advanced type of orthodontic treatment. These are made of plastic and are custom-made to securely fit around only the teeth that need straightening, rather than the whole mouth. Small bumps of composite resin, which is like a tooth-coloured filling material, is used to help the aligner grip the tooth and each one then moves the teeth separately but rapidly, in a step-by-step fashion until it achieves the final layout, with very little discomfort. 


Secondly, brush up on the pros and cons of each 

The pro’s for both are the same – whichever one you go with; you’re guaranteed to get straighter teeth over time. Braces, however, can be very painful, especially at the onset with the wires cutting the lips and inside of the cheeks. There is also the risk of them causing potentially irreversible damage to teeth and bone structure, especially over a long period of time and it can sometimes be tricky to get the teeth into the correct positions.  It is difficult to get precise movements with a brace and because part of the tooth is covered with a wire, cleaning can become awkward too, and this can lead to potentially significant tooth decay. Braces also require an individual to have regular check-ups at their dentist usually every 4-6 weeks, so this is something to bear in mind too.

If this scares you, then aligners are probably the better option. Not only is this the most advanced way of moving teeth, but they are much easier to clean and there is very little discomfort, except perhaps over the first three days when the mouth is getting used to them. 


The almost transparent look of an aligner is especially attractive to older patients who do not want something that is noticeable. If you stay away from some foods like turmeric which can stain, you probably will only need to see a dentist every 3-4 months, which is also welcome news for those with busy lives. 

Then chew on the costs  

Costs vary depending on the type and length of treatment and every patient will have a different set of circumstances.


Braces can cost anywhere from R30 000 to R70 000, whilst the price bracket for aligners starts from R25,000 to R110,000. Again, this depends on the number of aligners a person needs and the brand. 


Finally, choose the one that aligns with you

Because braces are bonded onto your teeth, they require little input from you when it comes to maintenance and so are best suited to those people who are not as diligent with their dental care. The only significant changes you will need to make will be to your eating habits (things like chewing gum is a complete no), and perhaps adding new toothbrushes to your teeth cleaning tools. You should also be prepared for a significant change in your appearance when you smile as well as lots of pain. 


Aligners on the other hand are a much quicker treatment as they target only the teeth that need to move, as opposed to all the teeth. They therefore are better suited to those who want a quick transformation but still value comfort, aesthetics and ease of use, and who like to be able to clean their teeth well. 

10 Key Concepts to overcome change fatigue and create a winning working environment

Rochelle Roos

Let’s be honest – we’re all tired…

The truth is that fatigue is a very common feeling for most of us at this time of year, as we deal with a year’s worth of pressure in addition to the demands of always being available and having to respond instantly. This has blurred the lines between our work and home life, causing a tiresome imbalance.

In the workplace, our fatigue levels have been compounded by several changes that have been made since the pandemic, often implemented in haste and, thus, incorrectly. Change is only successful if the right change system is used and implemented with the right partners. As a coach, trainer and co-founder of We Do Change, Rochelle Roos is determined to help individuals and organisations embrace change positively and seamlessly to overcome change fatigue in the workplace.

Here are Rochelle Roos’ top ten concepts to apply…

  1. Firstly, don’t be afraid of change

Big, or small, change is all around us – it is a part of who we are and is necessary because there is always room for improvement. Some people love change and embrace the uncertainty while others fear it, simply because they don’t know how to deal with the dramatic, sudden alterations that threaten the status quo.

In our change management programmes, we clearly explain the changes that are being introduced to quell worry and concern. Communication is key to ensuring that everyone understands that things are under control, the change process is rational, and the emotional responses people feel towards this change are not ignored.

  1. Visualise change 

Work with a small representative group to discover and visualise the result from idea to impact. People want to see the change to know what impact it will have on them. Only then will the process create greater empathy, be more transparent, and foster trust amongst employees.

  1. Model change in-house

Before embarking on any changes, it is crucial to get the right people on your side that have the right influence to affect this change and reinforce it through their behaviour. Creating a shared purpose as to why you are embarking on this change journey is very important as the motivation for change is often more important than the change itself. If you have created a shared understanding as to why change is needed, you have created the opportunity for change to happen organically.

  1. Be prepared for peaks and troughs 

Like with anything new, big risky changes can generate excitement at the start, but the unfamiliar territory can cause disarray and things can quickly come crashing down. Family therapist, Virginia Satir, calls this the Change Curve, where usual behaviours don’t work so performance drops and people often revert to their previous habits. This can be minimised by adopting evolutionary, incremental change that reduces the dip into chaos.

  1. Have strong leadership 

Effective change needs resilient leaders that possess maturity, patience, and the ability to pull people together and see the change process through. According to Dr. John Kotter, Harvard Business School professor and entrepreneur, having a guiding coalition – a group of individuals within an organisation who are the social leaders of the change initiatives – is essential. These early adopters bring expertise, energy, and perspective across a variety of areas and are willing to try something new, even if it’s not perfect, to create the movement of change.

  1. Don’t change everything at once 

There is a strong narrative across multiple organisations that changes are introduced several times a year before they reap any reward or benefit from the previous change.

If your organisation starts with a new change initiative and before seeing it through, jumps onto another and another, it creates turmoil and uncertainty that will soon become part of the organisation’s DNA.  Symptoms like having too much work, not completing tasks and multi-tasking causes bottlenecks and dependencies. It also slows down any chance of progress and employees begin to exhibit signs of change fatigue on both personal and professional levels.

  1. Change up your belief structure  

Many organisations seem to be stuck in a cycle of change without ever achieving real results which reflects negatively on the belief systems of employees. Unsuccessful or rather unsupported change means employees either believe that leaders are giving it  lip service and not fully supporting the change initiative, or that there isn’t real influence over managing the change from both sides. To change behaviour we need to look at changing the environment first.

Creating conditions in which the behaviour that you consider desirable will be easier and more natural than it is now! This means that for us to change the “culture” we need to create new belief systems for the people in the organisation; and you create new belief systems through new experiences.

  1. Welcome resistance 

Resistance to change is not a bad thing. It should instead be seen as a feedback vehicle for leaders, helping them to gather information from the people that are going through the change. I strongly believe people matter, relationships matter. People don’t resist change; they resist being changed and having the change being forced upon them. Let’s start involving people in the change effort.

  1. Establish the right feedback loops 

Don’t rely on PowerPoint presentations, email or even inspiring words painted on walls to communicate change. Instead find ways to have face-to-face conversations with the people on the ground and create a platform where they feel safe to express their concerns. This will help develop unity, alignment, and a shared purpose.

  1. Measure it

Be deliberate about what improvement you are trying to seek and how to measure it. Only then will you avoid unreflective knee-jerk responses. If the goal is to continually develop a fit-for-purpose capability through your change initiatives, you need to capture the correct data to learn if the process is working.

Embracing change positively and seamlessly to overcome change fatigue in the workplace begins with understanding these concepts and finding the right partner to help you implement it properly for lasting success.

Vodacom Group successfully acquires a 55% interest in Vodafone Egypt.

Shameel Joosub, CEO, Vodacom

Vodacom Group (Vodacom) today announces that its purchase of a 55% stake in Vodafone Egypt from Vodafone Group has cleared all outstanding regulatory and procedural hurdles, making this transformational deal unconditional and officially completed. Vodacom expects to consolidate Vodafone Egypt into its financial statements over the remainder of the financial year.

In November last year, Vodacom announced an agreement to acquire 55% of Vodafone Egypt for an equity consideration of circa R48.1 billion (US$2.738 billion), which has now been successfully settled through the issuance of 241 976 243 new Vodacom Group shares and a cash consideration of circa R10.8 billion. As a result, Vodafone’s shareholding in Vodacom increases from 60.5% to 65.1%.

Commenting on the development, Shameel Joosub, Vodacom Group Chief Executive Officer, said: “This is an important milestone for Vodacom Group as it will cement our position as a leading pan-African Technology company in addition to diversifying and accelerating our growth profile. We are ideally positioned to partner with Vodafone Egypt to unlock the massive addressable market opportunity in Egypt, supporting and accelerating financial and digital inclusion.”

The acquisition of Vodafone Egypt, one of Africa’s premier telecom operators, is a unique opportunity to advance Vodacom’s strategic connectivity and financial services ambitions. Vodafone Egypt is a clear market leader, strategically positioned to capture growth in a fast-growing Information and Communications Technology (ICT) market. Vodafone Egypt recently delivered strong interim results with local currency service revenue growth of 18.6%.

“In addition to being an attractive asset on a standalone basis, we will seek to leverage our financial services product roadmap, including our super-app approach, to accelerate Vodafone Egypt’s financial services opportunity. We also see upside from cross pollination between Vodafone Egypt’s software factory and our big data capabilities and closer cooperation between both companies by scaling pan-African enterprise and IoT solutions,” concludes Joosub.

Loadshedding accelerates the return of face-to-face meetings

Johannes Plenio

It’s December, which means 2023 workplace trend reports are being released and, unsurprisingly, hybrid workplaces coupled with an increasingly mobile workforce continue to dominate the global conversation. Thanks to rapid advancements in AI-enhanced tech, cloud computing and collaboration tools, staff can work from anywhere – physically attending meetings through virtual platforms, and able to interact with teams of people around the world.

There’s just one problem. Yes, South African companies can organise hybrid events, online meetings and virtual webinars, but it’s not the technology that fails us – it’s the power supply.

In October, Eskom’s Chief Operating Officer Jan Oberholzer warned that the country will be dealing with persistent load shedding for the next 18 months before new generating capacity can be added to the grid. In Oberholzer’s words, “We are going to go through a tough time over the next year and a half.”

Obviously, mining and manufacturing concerns are all dealing with massive production issues as a result, but staff across the spectrum are struggling. For Bonnie Smith, GM FCM, it means we’re likely to see a return to the office – and to more face-to-face meetings in 2023.

“The reality is that backup power solutions are not only expensive, but in short supply,” says Smith. “Companies have had to invest heavily in generators or inverter systems to keep their offices up and running – and keeping staff online at home comes with additional costs. Factor in UPS solutions for your team’s home Internet and Wi-Fi connection, new laptop batteries and surge protectors and you can appreciate how pricey the exercise becomes.”

Another challenge? Depending on their suburb or location, staff are going to be affected by loadshedding at different times of the day, making it unlikely that you’ll have a full cohort online – and productive – at the same. And if you’re in Johannesburg during Stage 6 loadshedding, power outages can extend for hours at a time.

It’s safe to say the patience of employers is fast running out, both with Eskom and with employees who can’t, through no fault of their own, get online. It makes sense then, that South Africa, unlike the rest of the world, might actually see a more permanent return to the office in 2023.

More significantly, for Smith, is the rapid return to face-to-face meetings and events.

“If you look at the international MICE space, hybrid events are continuing to grow in popularity. There are number of reasons for this, including global accessibility and the current cost of travel – both in terms of airline prices and environmental impact. But for South African events, can you imagine investing in the latest virtual conferencing tools – only to be scuppered by Stage 6 loadshedding?”

Just one example, this year’s WTM London (November 2022) is running as a hybrid event with the virtual event taking place directly after the physical event in London. WTM Africa, which takes place at the CTICC in Cape Town in April 2023, has opted for an in-person event only – bringing industry leaders, buyers, operators and exhibitors from around the world to South Africa’s Mother City.

“Although hybrid and technology remain important, the 2023 Africa Travel Week show will be a live show. We are purposefully moving away from a hybrid offering as the main takeaway from 2022 has been that nothing can replace face-to-face interactions,” says Megan De Jager, RX Africa Portfolio Director: Travel, Tourism & Marketing.

Loadshedding aside, face-to-face meetings are incredibly important – especially for companies who are looking for growth after a tough few years.

According to Carl Winston, founder and director of the L. Robert Payne School of Hospitality & Tourism Management at San Diego State University, writing for Skift, “relationships grow as a result of life experiences that happen face-to-face. You can’t grow a relationship electronically. You can maintain it, but you can’t grow it.” He goes on to say that companies that resume face-to-face meetings and offsite events more quickly can gain a competitive edge over those that don’t.”

Smith agrees, saying that while virtual meetings are extremely convenient – until loadshedding hits – they can never replace face-to-face interactions.

“Often organisations react to a business downturn with an immediate company-wide travel freeze as a way to cut costs, but it can be short-sighted. Business travel should be seen as an important investment, a key part of your business strategy, and instrumental to your long-term growth.”

For Smith, face-to-face meetings are invaluable when it comes to:

  • Building meaningful relationships with clients and suppliers
  • Fostering company culture
  • Facilitating knowledge sharing, skills development and training
  • Increasing engagement and participation in meetings
  • Addressing sensitive or confidential issues.

“Of course, the days of weekly business trips are over,” says Smith.  “Although it’s tempting to pop down to Cape Town as often of possible – especially as the City of Cape Town is able to protect its customers from the worst of the load shedding – in reality, most businesses are prioritising ‘quality over quantity’ in their travel programmes. This means planning travel strategically, ensuring you can ‘batch’ your commitments, catch up with everyone you need to, and get real bang for buck when it comes to business travel.”

About FCM

FCM, the flagship corporate travel brand at Flight Centre Travel Group (FCTG), is the business travel partner of choice for large national, multinational and global corporations. We are an award-winning global corporate travel management company ranking as one of the top five by size around the world. We operate a global network which spans more than 100 countries, employing over 6000 people.

FCM are transforming the business of travel through our empowered and accountable people who deliver 24/7 service and are available either online or offline. Leveraging FCM’s negotiating strength and supplier relationships in conjunction with our tailored business travel programs, our expertise delivers more for our clients where it matters most to them.

Green Tips

Latest News